The player from Venezuela submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The casino requested a bank statement to verify the player's payment method, but the player stated that the virtual card used didn't provide access to any sort of statement. Upon checking the website for the payment method used, it was suggested to the player that they should be able to view a history of their transactions within the app. After this, there was no further response from the player, so the complaint was rejected.
MyStake Casino - Withdrawal of player's winnings has been delayed.
Amount: $150
MyStake Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi, I have a problem when it comes to verifying my credit card in mystake with kyc since I have a digital wallet that offers me a visa credit card to which they ask me for a bank status, something that the application does not give me since it does not it is a direct bank as such and I can change the card whenever I want the problem is that and I cannot ask the casino for that information as such I need help or some method photos / videos to verify my identity and be able to withdraw the winnings
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2 years ago
Dear anthonybastidas797,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Translation
I need help because the casino won't let me verify my electronic credit card which doesn't have a bank as such, it's just a wallet like paypal or similar with a visa credit card
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2 years ago
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It seems to me a bad strategy of the casino to ask for kyc when withdrawing but not when depositing and they do not put any type of notice only when withdrawing and one is surprised
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2 years ago
Thank you for your reply, anthonybastidas797. Could you please clarify which digital wallet you used? Do I understand correctly that this seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents?
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2 years ago
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To deposit use zinli and pay with a digital visa card which does not give banking status and to withdraw I was going to withdraw in cryptocurrencies to my binance account please I need help
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2 years ago
Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
Thank you very much anthonybastidas797 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello anthonybastidas797,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite MyStake Casino to join the conversation and participate in the resolution of this complaint.
Dear MyStake Casino,
Can you please advise how the verification process may be completed if the payment method used is a virtual card?
Kind regards,
Adam
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2 years ago
Hello Adam,
The KYC team is in communication with him. The user needs to provide the relevant proof as he was instructed by email. After that, he will not have that issue regarding the withdrawal.
Regards,
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2 years ago
Dear anthonybastidas797,
Have you since been able to complete the verification process? Please provide an update on the situation.
Kind regards,
Adam
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2 years ago
Dear anthonybastidas797,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 years ago
Translation
No, since the KYC team keeps asking for the bank status and sending them the payment history of my account and they don't fix me.
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2 years ago
Hello anthonybastidas797,
Can you please clarify which documents have been requested by the casino? Am I correct in saying they have requested a bank statement? Have you been able to send this?
Kind regards,
Adam
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2 years ago
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Yes, I correct a bank status, but since I made the payment, the page does not give me bank status, it only lets me send and receive money in $, that is why I have not been able to send the status
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2 years ago
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If you like, you can ask me for a confirmation video, but I can't send you a bank statement.
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2 years ago
Hello anthonybastidas797,
If I understand correctly, you have used Zinli to make your deposits. According to their website, there should be some way to see a history of all of your transactions within the app:
Are you able to find this?
Kind regards,
Adam
